Riauli, Devi Sinta (2023) Analisis Tingkat Kepuasan Anggota terhadap Pelayanan Koperasi Unit Desa (KUD) Bukit Potalo di Desa Ukui Dua Kecamatan Ukui Kabupaten Pelalawan Provinsi Riau. Other thesis, Universitas Islam Riau.

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Abstract

Cooperative is a collection of people to work together for the common good. This study aims to analyze: (1) Characteristics of members, administrators, employees and KUD Bukit Potalo profiles in Ukui Dua Village; (2) The level of service performance of KUD Bukit Potalo management and employees in Ukui Dua Village; and (3) the level of member satisfaction with KUD Bukit Potalo services in Ukui Dua Village. The method used in this study was a survey method conducted at KUD Bukit Potalo, Ukui Dua Village, Ukui District, Pelalawan Regency, Riau Province. This research was conducted for 6 months from August 2022 to February 2023. The sampling method in this study used purposive sampling, namely 45 people. Samples were taken from KUD management, the Chairperson, Secretary, Treasurer, 2 employees and every 4 samples from 10 farmer groups ( KT) so there are 40 KUD members who are taken randomly. Data analysis used is descriptive qualitative analysis, CSI, IPA and SERVQUAL. The results showed that: (1) The characteristics of KUD members, administrators, and employees showed: the average productive age, the gender of KUD administrators, employees, and members was more male than female, the education level of administrators was lower than that of employees and members KUD, and the number of dependents of management and employees is relatively small compared to KUD members with large groups. KUD Bukit Potalo profile was officially established in 2006, has 3 business units consisting of fresh fruit bunches transportation business unit, production facilities business, and savings and loan business. (2) Servqual results by comparing the average level of expectation and the average level of performance in the 5 dimensions Tangible, Reliability, Responsiveness, Assurance, and Empathy. This means that the overall performance is higher than expectations so that the quality of performance on KUD Bukit Potalo services is better. (3) The results of the Importance Performance Analysis (IPA) analysis show that by using 5 dimensions, namely Tangible, Reliability, Responsiveness, Assurance, and Emphaty, the average calculation results are between 4.28 to 4.46, so overall it can be said the performance services provided by KUD Bukit Potalo have been very good. The results of the analysis calculation (CSI) on 5 dimensions show the level of member satisfaction is 89.42%, meaning that overall KUD Bukit Potalo members are very satisfied with the services provided by KUD Bukit Potalo.

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